Delivery and Returns Policy
This Delivery and Returns Policy should be read alongside our Terms of Sale, which sets out the legal terms which apply to any purchase of products from our website. Any updates to this Policy will be posted on this webpage. This Policy was last updated on 17th July 2015.
We use the following carriers to ship/deliver our orders:
Royal Mail - First Class (Recorded Post)
Royal Mail - Special Delivery Next Day (£1,000)
Royal Mail - International Signed
Parcel Force 48
Pharos Parcel Ltd
The rate charged for the shipping/delivery of your order is based on the weight and or, size of your product(s), handling/packaging and your location.
Your shipping charge is automatically calculated and is added to the total number of products purchased. We have designed our website to ensure that you are fully informed of your shipping/delivery charges at all times. If you do not wish to accept the shipping/delivery charges you may cancel your order (at any time) during the ordering payment procedure.
All our products are made to order and despatched direct from one of our manufacturers. Accordingly, timescales for delivery vary based on the time required to manufacture your product (lead time). The current estimated lead times provided by our manufacturers are as follows-
Porcelain tiles (commercial and non commercial use):
6-8 weeks or sooner
Ceramic tiles (commercial and non commercial use):
4-6 weeks or sooner
Digitally printed fabrics
4-6 weeks or sooner
[Other products to be inserted as required]
Please note that the above lead times are subject to change from time to time and you should consult this page prior to each order to confirm the current lead times.
In the unlikely event that the manufacture of your product is delayed beyond the estimated lead time we will inform you of this as soon as reasonably possible. Please note however that all lead times stated on our website are estimates only.
We will contact you by email to confirm when your products have been despatched. We will deliver your products to the address you give us for delivery at the time you make your order. It is important that this address is accurate. We cannot accept any liability for any loss or damage to the goods once they have been delivered in accordance with your delivery instructions.
We aim to make all deliveries as soon as possible after your products have been manufactured and in any event (subject to circumstances beyond our reasonable control) within 14 days (UK and Europe), or 30 days (the rest of the world).
You will become the owner of the products you have ordered when they have been delivered to you. Once products have been delivered to you they will be held at your own risk and we will not be liable for their loss or destruction.
Our returns policy
In the unlikely event that the products we deliver are not what you ordered; or are damaged or defective; or the delivery is of an incorrect quantity, please let us know in writing (by either recorded delivery post, fax or email) as soon as possible after delivery. Providing that you have notified us within a reasonable period of time, we will immediately contact you and assign you a RMA (Return Merchandise Authorisation) number, together with instructions on where to return your faulty product(s). We will ask you to return the products to us in accordance with the returns instructions below and once we have confirmed the problem we will at our option:-
· make good any shortage or non-delivery;
· replace or repair any products that are damaged or defective; or
· refund to you the amount paid by you for the products in question.
The Terms of Sale and this Delivery and Returns Policy apply to any replaced or repaired products.
Because all products offered by www.aofd.com are made to your individual specification, please note that we cannot accept returns of non-defective products which correspond to your order.
In order to make a return, please:-
· write to us explaining your reasons for returning your item(s) or order;
· request a RFI number which must be attached to all products being returned;
· return the product(s) in its original condition, including immediate packaging, including all labels and tags etc, to be returned, to one of the instructed returns address;
· package the product adequately to prevent damage in transit; and
· please ensure that you provide us with the following details along with your returned product(s):
RMA (Return Merchandise Authorisation) number, Invoice/Order number, Date purchased, Your name, Your home address, Contact telephone number, Your email address, what the problem is with the product and whether you are seeking a refund or replacement.
Please note that you remain responsible for the safekeeping of any returned products until such time as they have been delivered to us. We recommend that you send any returns by a recorded delivery courier service with sufficient postal insurance to cover the value of the returned items.
Art On Future Designs Limited
[Other Returns addresses to be inserted as required]
If we are not able to fulfil your order for any reason, or you are returning a faulty item, the same payment card you used to pay your order will be refunded within 30 days.
Although debits are a rapid transaction by Payment Service Providers (PSP), please allow 30 days for your account to be credited. This is due to the process of PSP refunding procedures and not any delay on our part.
All refunds are subject to you following the correct procedure(s) as detailed in Returns instructions of this Delivery and Returns Policy.
Join our mailing list to be the first to hear of the latest news, guest designers™ and promotions from Art On Future Designs